D50 After Dark Podcast
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Highlights
(0:00) Intro
(3:31) Origins of the book from IoT implementation observations
(8:02) Introduction of “customer experience on the go” measurement concept
(12:35) Definition of customer experience as satisfaction of needs
(16:47) Application of Maslow’s hierarchy to retail
(18:31) Discussion of customer segmentation
(21:41) Exploration of belongingness in customer loyalty
(26:04) Extension of the model to personal relationships
Summary
D50 After Dark celebrates its 50th episode as host Mickey Bennett interviews Vijay Tambwekar about his book, Customer Experience Decoded. The conversation reveals how Vijay’s IT background led him to develop a comprehensive model for understanding customer experience after noticing inconsistent results in IoT implementations across similar companies.
His innovative approach moves beyond traditional survey methods like Net Promoter Score, introducing a “customer experience on the go” system that tracks real-time customer reactions during interactions.
What makes Vijay’s model particularly fascinating is its foundation in Maslow’s hierarchy of needs, which he creatively adapts to business contexts. Using a grocery store as an extended example, he illustrates how customer needs evolve from basic availability to higher-level satisfaction, demonstrating how different customer segments – like younger versus older shoppers – require tailored approaches to meet their specific needs.
The conversation takes an intriguing turn when Vijay explains how his model extends beyond business to personal relationships. Using the evolution of mother-daughter dynamics as an example, he shows how understanding changing needs over time is crucial for maintaining healthy relationships. This versatility of application makes his framework particularly valuable for both professional and personal growth.
Mickey’s genuine interest in the self-improvement aspects adds depth to the discussion, especially when exploring concepts like belongingness and loyalty through examples like Costco membership and Nike’s Jordan brand.
The interview concludes with information about accessing Vijay’s book on Amazon and his blog “Personal and Professional Excellence,” while teasing about another podcast episode that discusses leadership storytelling.
Vijay Tambwekar’s book is available on Amazon:
Customer Experience Decoded: A Guide to Design, Measure and Improve Customer Experience by Vijay Tambwekar
Vijay’s blog is located on Blogspot and is called “Personal and Professional Excellence.”
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